Canada

Survey Reveals Poor CRM Strategy Impacts Retention with US customers

Published

4 years ago

June 10, 2022

Enteractive/Harris Poll Findings Reveal Americans Would Prefer Human Interaction

Leading retention firm Enteractive announced the results of a survey of Americans attitudes towards customer relationships in the United States. The survey was commissioned by Enteractive and conducted online by The Harris Poll among over 2,000 U.S. adults 18+ to shine a light on consumer preferences and attitudes in the US, as the European CRM experts enter the market in 2022.

With recent legalization in New York, plus 19 other states allowing some form of wagering, online gambling brands are signing up thousands of new players during important sporting events like the Super Bowl, March Madness and the upcoming Tennis Grand Slam events, the US Open and Wimbledon. However, they are also losing a large proportion of newly acquired customers due to a poor approach to loyalty and CRM standards.

The findings of the survey were consistent with this lack of CRM focus in the US, especially in the technology and entertainment fields currently. Some of these include:

– 90% of Americans would prefer to speak with a real person when contacting a brand with an inquiry as opposed to an automated agent

– 89% of Americans believe brands’ call agents should speak the same language as the customer they are calling

– 87% of Americans think US brands should use a CALLER ID when contacting customers so they can clearly see who is calling them

– 87% of Americans said they are MORE LIKELY to stay loyal to brands if they are able to speak with live agents who care about their experience when contacting them

– 70% of Americans find robo-calls from brands frustrating, with 54% confiding they are VERY frustrating

– Two in five Americans would not be averse to getting a call from brands (42%) to check in and improve the customer relationship

Enteractive CEO Mikael Hansson noted, “I was so pleased to see the results as they bear out our personal interaction business model, that we are excited to be bringing to the US later in the year.” Adding, “Since 2009 we’ve had real people talking to our clients’ customers in their own language to bring them back with amazing success. We’re looking forward to helping US companies with their customer retention by actually speaking with their users as well.”

A leader in customer retention in the online gambling sector across various global markets with clients typically seeing a 500% increase in customer reactivation, and a 300% increase in customer spend, Enteractive is entering the US market as online and mobile sports betting and other iGaming formats grow quickly as the number of states with legalized sports betting has increased.

As part of the survey, Enteractive polled Americans on attitudes towards online gambling and found that 52% support some online casinos/sports betting nationally, while 49% approve of the same at the state level.

“There’s currently a gold rush in the US sports betting market,” adds Hansson, “and the eventual winners will be those brands that engage with their customers and build relationships for the future. Every brand must keep a clear focus on all aspects of their offering, ensuring that all the hard work in getting to market, and the expense of customer acquisition is not quickly lost to lapsing customer relationships.”

Caesars Digital

RubyPlay partners with Caesars Entertainment in Ontario to advance North American expansion

Published

5 hours ago

April 16, 2026

Wladimir P.

rubyplay-partners-with-caesars-entertainment-in-ontario-to-advance-north-american-expansion

RubyPlay, a studio-based content ecosystem, is further strengthening its presence in Ontario as part of its broader North American growth strategy with a new partnership with Caesars Entertainment.

The partnership will see a curated selection of RubyPlay’s fan-favourite titles, including JMania® Lucky Pyggs, Mad Hit® Mr Coin and Diamond Explosion® 7s SE, made available on Caesars Entertainment’s online casino platforms including Caesars Palace Online Casino, Caesars Sportsbook & Casino and Horseshoe Online Casino.

This partnership is also set to expand in the near future with the addition of content from Koala Games, one of RubyPlay’s most popular titles. The launch with Caesars represents a significant milestone for RubyPlay in Ontario, building on its momentum following its initial entry into the province early last year, where its portfolio of high-performance games has already gained traction with top-tier operators.

Partnering with Caesars Digital underscores RubyPlay’s growing influence and reputation within a key global territory, as well as the strength of its multi-studio platform, which is designed to bring tailored content to regulated markets worldwide. The partnership also forms part of a broader collaboration, with potential to expand into additional North American markets.

Dima Reiderman, CCO at RubyPlay, said: “By launching with one of the most trusted names in gaming, we’re not only expanding our footprint in Ontario but also demonstrating the value of our multi-studio model.”

“Launching with Caesars in Ontario allows us to further scale our content offering within a highly competitive regulated market. Our approach is to deliver high-performing titles that align with each operator’s needs, combining the flexibility required for local markets with the consistency needed to scale, while ensuring efficient rollout and strong market relevance.”

Ricardo Cornejo Rivas, Vice President of Online Gaming at Caesars Digital, added: “We’re committed to partnering with brands that bring high-quality, differentiated content to our players.

“RubyPlay provides exactly that with its steady pipeline of tailored, high‑performance titles and we’re looking forward to introducing their games to our online casino customers in Ontario and enhancing our content offering in the province.”

The post RubyPlay partners with Caesars Entertainment in Ontario to advance North American expansion appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.

Caesars Digital

RubyPlay partners with Caesars Entertainment in Ontario to advance North American expansion

Published

6 hours ago

April 16, 2026

GamingAmericas.com

Latest launch on Caesars’ marquee online casino platforms marks a key milestone for studio ecosystem

RubyPlay, a studio-based content ecosystem, is further strengthening its presence in Ontario as part of its broader North American growth strategy with a new partnership with Caesars Entertainment.

Ricardo Cornejo Rivas, Vice President of Online Gaming at Caesars Digital, added: “We’re committed to partnering with brands that bring high-quality, differentiated content to our players.

The post RubyPlay partners with Caesars Entertainment in Ontario to advance North American expansion appeared first on Americas iGaming & Sports Betting News.

AGCO

Platipus Gaming secures Ontario supplier licence

Published

1 day ago

April 15, 2026

Wladimir P.

platipus-gaming-secures-ontario-supplier-licence

Platipus Gaming has obtained a supplier licence in Ontario, Canada, clearing the company to provide gaming content to licensed operators in the province.

The licence brings Platipus under the oversight and technical standards required in Ontario, with the company positioning the approval as part of its broader focus on regulatory alignment and responsible product supply.

A spokesperson from the Legal Department commented:
“We are pleased to receive our supplier licence in Ontario and to make our gaming content and solutions available. Following a comprehensive application process, we can now formally present this achievement as part of our regulated market presence.”

Viktoriia Andreasen, Head of Marketing, added:
“Ontario stands out as a well-structured and highly organised jurisdiction. It represents an important regulated market with strong operational standards”.

The company said the approval supports its “compliance-by-design” approach, where regulatory requirements are integrated early in product development, and that operating under Ontario’s framework can help support entry into other regulated markets that reference Ontario standards.

The post Platipus Gaming secures Ontario supplier licence appeared first on Eastern European Gaming | Global iGaming & Tech Intelligence Hub.